Fonolo

MAY 16, 2023

Understanding Contact Center Analytics Contact center analytics involves the collection and analysis of data related to the center’s operation. Analytics are also called key performance indicators or KPIs. One of the most basic, and critical, types of call center analytics is call volume.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

JustCall

AUGUST 19, 2021

Call Queuing is the solution. What is a Call Queue? Call queues are an important component of call centers and contact centers. A call queue brings uniformity in call inflow management. The aim of call queuing is to cut down wait times and by doing that, increase customer satisfaction.

Call center experience 52

Call center experience Call Center Abandon Call Abandon rate 52

Global Response

MARCH 1, 2022

When it comes to KPIs for your call center, one thing is for sure: less is more. After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. With Global Response, first call resolution is our gold standard.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Quality Contact Solutions

MAY 4, 2021

The more information you can share with the inbound call center outsourcing partner, the better. The details will help the call center management determine the skillsets required to build the best team to support your customers. Tina Lisell is a Senior Operations Manager for Quality Contact Solutions.

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

OctopusTech

MARCH 1, 2023

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind. Call centers should resist the attitude that “supervisors will pick it up as they go.”

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Find Out the Rest of the Trends: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176